First Furniture reviews

Never Again !

My item was faulty. I rang and emailed the company on numerous occasions but didnt get very far. Finally told that I could return the item, they would test the item to see if it was faulty but if they thought it was ok they would deduct £50 - yes £50, from my refund for the return courier cost !!!!!!!!!!!!!
I organised my own courier £19 and returned the item. The company refunded my full purchase price but not the return courier fees even though it was cheaper than the courier they use (£24) and certainly cheaper than the £50 they wanted !!!!
Because of the treatment I had received when trying to arrange the return, I have to say that I didnt trust the company to agree the faults on the item and once it was back with them I only had the photographs I had taken as proof. I didnt trust the company to make a full refund, hence my decision to arrange the courier myself.
I will NOT use this company again

Very good and helpful service

Product we ordered was not available but we were offered and advised about an alternative, this has now arrived and we are very pleased with the sofa and two chairs .

Good product - very good service

The product was as described, sent promptly and arrived in excellent condition, although the packaging had suffered in transit - clearly did its job well.

On the day of delivery we discovered that we could have purchased the same item for £75 less from another online company. Item price was a £100 less, but there was a £25 delivery charge.

We spoke to a manager at the firm and referred to the price promise on the company website. Although we had taken delivery the item had not been opened and could have been returned. After the manager checked the validity and accuracy of the other company's offer price, he offered to refund £50 and we were happy with that as an amicable and fair settlement.

We would, therefore, be happy to recommend this company and would certainly use it for a possible future purchase.

Left Hand doesn't know what the Right Hand is doing

Too long winded to tell in full. But briefly.

It started badly when I wanted to order three items online. An Alexander Rose Teak Garden Recliner Chair and Two Cushions. The two cushionsI had found were cheaper on another website - so I couldn't complete the order online myself I had to use 0845 phone number. However, First Furniture allowed me to order the two cushions at the cheaper rate and the chap checked for me and said yes all items were in stock. 2 days later I was phoned to say that the Alexander Rose Chair was discontinued even though it showed as "in stock" on website and when I ordered by telephone. Terrible service. Reluctantly, I cancelled the chair off my order and was then told that I would have to wait up to a week for a refund!!!!! Absolutely disgraceful - especially considering I hadn't even been able to order the product. (I will be checking if that is legal with MOPS as I don't think they are allowed to actually take payment from me until the goods have been despatched.) After 13 yes THIRTEEN days - there was still no sign of my order - which I think these days is totally unacceptable. Incidentally - Amazon delivered the chair in 3 days by standard delivery!) So I had to ring the 0845 telephone number AGAIN to chase up. Was told it would probably be another 3-4 days which I complained about - but all they could do was apologise. So I asked to speak to a Manager. No Manager was available at that time - so he had to phone me back (which wasn't very quick) All he could do was apologise (not very sincerely) and that was it. I then received an email showing my original order of THREE items was due to be delivered with the full amount showing - including the chair. So I had to ring the 0845 number AGAIN to check if they had actually cancelled the chair ... and I also asked that they double check my refund had been given. After waiting some time on the line the chap said that he'd phone me back to save me waiting. That was nice of him - and he was very pleasant and seemingly helpful, except it's now 24 hours later and guess what - he hasn't phoned back. In the meantime - the two cushions have been delivered or should I say dumped on my doorstep ....... over £110 of merchandise yet they weren't even packaged in a cardboard box ..... just crudely tied up with parcel tape. Worse still ..... they were just left on my doorstep when I was out .... so no signature was asked for and they were left in plain sight of the road outside. I am NOT impressed at all. I would certainly not recommend this company to anybody until they pull their socks up. I would however, be very interested in any comments in response by the MD of First Furniture - as I bet they wouldn't be pleased with my experience? At least I hope they wouldn't be.

Easy transaction

Very pleased with purchase

Great Service. Great Product.

I bought a headboard from First Furniture which I absolutely love. The service was great. My contact with them was always friendly, efficient and timely. They kept me involved in each step of the buying and delivery process which was excellent. Would shop with them again.

Outstanding service

We were extremely impressed with level of service from this company. Unfortunately, our headboard arrived damaged, and even though you had no replacement in stock you still managed to have it replaced the following day, by shipping one from down South, and it was the May holiday weekend ! You are on our bookmarks as first shop to look at should we ever need any other furniture. First Class service and a stunning headboard. Thank you.

Great customer experience

Arrived when it was supposed to, good customer service, great products.

Sturdy and comfortable!

We bought the Donard 3-Seater Deluxe Garden Swing Seat Hammock. The delivery was very prompt, especially as we needed the settee for the bank holiday weekend. Thanks for that.

It arrived in cardboard packaging, which was a bit ripped at one end, exposing the metal parts. Luckily no internal damage.

Instructions to assemble: mediocre quality drawings. Could be better and bigger. Easy to assemble. Needs two people. We had three! Took 45mins

Sturdy frame and settee. Looks great. Only dissapointment is that the seat cushions are fixed to the horizontal beams. So have to dismantle the settee to wash cushions! A design change would be useful.

Great value for money. Comfortable settee

Excellent service and customer focused

Another furniture company had let me down with a delayed order; expected arrival kept slipping. I needed an outside patio furniture set urgently for my 40th birthday BBQ. I called them to ask if they could dispatch a set I had seen on their website within 4 days. The customer service team took my details so they could investigate. They called me back and confirmed it could be done, order submitted. The Friday morning prior to the delivery, I called them to confirm all was ok due to website saying it was waiting to be dispatched; getting worried. Customer services were excellent, they investigated and called me back to confirm it was a direct dispatch from the manufacturer and it would arrive in the afternoon (Bank Holiday) - and it did - Excellent service.

Fabulous Service

Ordered a massage chair and opted for choosing the delivery day of my choice. this was adhered to the letter, excellent service and chair just as expected. would def recommend and will use again in future!

quick delivery...very happy

I ordered a patio table. The delivery was quick and am very happy with the product.

Delivered on time but customer care a bit of a let down.

I ordered a single bed and mattress. Only one part of the bed arrived on time (the mattress turned up at 8pm). The side rails turned up three days later. I understand that the two parts of the bed were shipped from one place and the mattres from another.

I did call customer care who were quire brusque when I gave the wrong number (I gave the tracking number and not the order number) and was told I would be called back. No call came.

TNT who delivered the bed were very helpful and did call back.

The bed and mattress are both great, a good price and easy to assemble. I just wish the customer care had been better.

very comfortable recliner chairs and footstools.

Easy ordering service, delivered within 2 weeks, very comfortable recliner chairs,. The delivery men were excellant, they assembled and placed the new chairs just where I wanted them, gave me time to check them over and even removed my old chairs for me.

Terrible service and inability/unwillingness to rectify situation (only 2 star as they were not rude!)

I purchased a bed from Frist Furniture and booked it to be delivered the following Saturday, I was quickly called and a further £40 requested for Saturday delivery which was duly paid. I waited in all day on the delivery day (delivery time is between 9am and 5pm), at 4.45 when the bed had not appeared I called First furniture where I spoke to someone who informaed me that their records did not state who the bed was being delivered by so she could not check the status, but that if I did not receive it by 5 there would still be someone in the office to take my call. I called back at 5.05 when the bed had not been delivered, the office was closed.
I called on Sunday morning at 10am to get a recorded message stating that the office oppened at 10am, the lines finally opened at 10.15, I got through to someone who told me they wouldcall be back in 5 mon when the system started up, 45 minutes later I called again and was once again told I would be called in 5 min. Just after 11am I was called back and the person on the helpdesk informed me that as the courier was now closed till Tuesday (bank holiday) he would not be able to do much till then. He asked what my expectations were, I requested that my delivery fee be waived and that I get a specified slot either first or last thing, I was informed that this would not be an issue.
On the Tuesday after calling twice I found out that the van delivering my bed had broken down and that despite the fact the delivery company had my mobile number they had not bothered to call me to tell me they weren't coming. I eventually spoke to a manager there who told me that the best they could do on delivery was narrow the delivery time to morning or afternoon during the week (I have a full time job and this is not an option) alternatively I could have Saturday delivery (no time specified) and they would be able to reduce the delivery cost by £15 as they would still need to pay the delivery company.
I told them that I just wanted to cancel the whole order as I do not feel that they actually tried to resolve the situation to satisfactory level - as the customer I do not view the delivery comapny as a seperate entity to the seller - the responsibility satisfy the sustomers needs lies with them as a unit, both parties lacke dthe professionalism and attention to detail, I would recomend that people actively avaoid dealing with this comapny.

Overall customer experience was really good. Product just as described, and a speedy delivery.

I would certainly have given a 5 star rating but for one minor problem. The order form asked for a preferred day of delivery. This misleads customers to think delivery will be made on that day. The prompt delivery was made on an earlier day. We should not have been home on delivery day bur "fortunately" my wife was poorly and as such we cancelled previous plans. I realise it is most unusual to offer a preferred day of delivery, but sometimes prior notification of delivery date is given by e-mail.
In conclusion I would certainly shop with First Furniture again!!

First Furniture,First Rate

I ordered this Patio furniture online and paid using the facility.The whole transaction was very quick along with this companies response to my order.The furniture despatch was confirmed quickly and the whole order arrived on a palletted delivery in a couple of days,well packaged against possible damage .Everything was in excellent condition and no major assembly required at all.

Now in pride of place on our patio.

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very fast delivery and good quality furniture

We ordered two single metal beds. they turned up within the week and were well packaged and easy to assemble. Recommended

A call within 45 minutes of ordering asking me when was convenient to deliver the very next day.Fantastic!

So far no complaints at all. Very pleased with the quality of the product. Better than we expected. Have already recommended the company.

Great garden swing that Enhances your garden or patio.

Arrived as promised on time.Well packaged and relatively easy to assemble.
The metal frame looks classy and is a nice bronze/brown colour.The swing and canopy material is hard wearing and should be quite waterproof.
All in all a very attractive garden swing at a reasonable price.

dont think i will bother in the future

I had a problem with the reclining chair i bought from first furniture , this was torn at the back i sent photos and made three calls but but no reply, until i said i would cancel
the contract they rang me the following day and arranged for a replacement which they
sent in four days which was fine, unfortunately i dont think the chairs are made very well,thats why i dont think i will bother again. D. F

Bed arrived on time

Bed arrived on time when stated, only problem was there was no communication or tracking information until after the item was delivered, was expecting email to say was dispatched but never got it till I had recieved the item, but overall experience was acceptable and I would recommend and I will probably use again

Unprofessional and disjointed.

despite your website saying customers would receive regular updates on orders, I only received one regarding my sucessfully placed order. I chased my item after over two weeks and was told I was giving the incorrect order number despite my reading out the one I'd been sent in the first instance (the email I mentioned above). Emma (the telephone operator) would call me back "sometime that day" and dutifully she did, saying she's spoken to the furnature dapartment and my order should be received some time next week. No explanation of the delay was offered.

Excellent speedy service

I couldnt believe this, placed order Sunday evening, Monday afternoon had confirmation order dispatched, Tuesday afternoon product was delivered.

Just took a bit longer to actually get around to building the item, which has now been done and is perfect.

Thank you so much

Problem free transaction

I bought a nice sideboard and after a short delay got a confirmation email to day that my product was in stock. When they phoned to arrange delivery I could have had it the next day but hose to wait.

You aren't given a delivery time just a day which is tthe only down side, but I received the goods on the day specified.

I did contact the firm to check delivery and foundthe staff very friendly and helpful

Bad customer service. Broken contract

Having gone through the process of purchasing a metal bed stead I had an invoice stating the price of the bed and p&p £0.
During the process I put in my address and postcode and the p&p was still £0. The next day I received a phone call informing me there would be a p&p charge because of where I live. I felt this was wrong and in breech of my contract with First Furniture so I cancelled my order.
I feel this company needs to update their web site to show the correct p&p charges.

09 May 2013

Reply from firstfurniture.co.uk

Hi Pauline, we are disappointed that you are not happy with experience that you have had. However, the MAIN page on the website does state that delivery is only free to mainland UK address. The Isle of Wight does not come under mainland UK. Unfortunately carriers charge us to deliver to these areas and therefore we need to pass this charge on.
thanks
First Furniture

Good product

The goods arrived as specified and seem to be good quality. I am a satisfied customer.

Dreadful service

I ordered a headboard on 15th April and the website promised next day delivery.When it didn't arrive I checked my order status online and it just said awaiting shipment. I emailed asking when it would be delivered but received no reply. I then phoned the office a couple of weeks after the order was placed and after being left on hold for 10 minutes I was told it was out of stock. I was then promised it should be received by 8th May at the latest. It is now the ..9th May and still no headboard or any change in the order status. They took my money on 15th April and I am now concerned. Will phone the office again but not holding out much hope. Will not use this company again and would never recommend them to anyone.

Excellent product at a realistic price in comparison to the high street shoping

Would reccomend this company and it's products to all my friends and colleagues.

A lovely sofa bed ... just what we wanted ... helpful and polite service.

Although there were a few hiccups with delivery times which could not be explained, I was really impressed with the care the men took and their strength bringing the product upstairs. We are delighted with the Yoko sofabed which is extremely smart and very comfortable to sleep on.

Impressed!!!!

Hi, it's Suzie,
Listen my friends GOOD NEWS want easy shopping and the price to match just use First Furniture they care ....

Outstanding

Throughly excellent service and very fast delivery.Very pleased

Brilliant, fast service, great quality bed, delighted!

Can't fault this company. Great price, great value, great bed. Did exactly what they said they would. Excellent delivery service. Absolutely no problems at all. Do not hesitate to use First Furniture.

Super Fast delivery and a fantastic sofa bed at the best price I could find!

I ordered the Lime Lite sofa bed and requested quick delivery. I received a phone call from the company offering next day delivery-which was FANTASTIC. The sofa bed was fabulous and after many days of searching First Furniture had the best price-and believe me I checked many different companies. What a truly first class service and price. Many thanks guys,

Kind regards,

Vanessa White

Second to none customer service thanks to Tom!

I ordered two items from this company and the service I received really was, second to none! I dealt directly with Tom and he was, ALWAYS, exceptionally polite, patient, extremely helpful and nothing was too much trouble. I cannot thank him enough for his service and wouldn't hesitate dealing with this company again. Thank you Tom - you are a star and a great asset to the company!

Exceded my expectations, great fabric

Always apprehensive regarding purchases on the Internet,

The two relaxers look great ,design and fabric quality.very good.

Well pleased with my purchases.

Very good bench

Bench arrived within two days of ordering.
Very easily assembled and looks good. Comfy to sit on (unlike wooden or metal seats.)

1st class service.

Title says it all. Chair arrived in 3 days quicker than expected. Kept upto date with regular e mails

useless! do not buy from this company

This company did not supply the order and cancelled without notifying me. It was a birthday gift so a massive disappointment. Also they do not return calls!